ISO Implementation Specialist2>

"Your Guide through the ISO Maze to Certification"

ISO 20000 Lead Implementer Course

Mastering the implementation and management of an Information Technology Service Management System (ITSMS) based on ISO 20000

This comprehensive course enables participants to develop the necessary expertise to support an organization in implementing and managing an IT Service Management System as specified in ISO/IEC 20000-1:2005. Also, the participant will gain a thorough understanding of best practices for planning and implementing IT Service Management processes starting from the six fields of ISO 20000,planning and implementing new and changed services, service delivery process, relationship management processes, problem resolution process, control processes and release processes.

Self-Study Courses

Webinar Courses

Classroom Courses

This training is consistent with the project management practices established in ISO 10006 (Quality Management Systems – Guidelines for Quality Management in Projects). This training is fully compatible with ISO 20000-2 (Guidelines for the Implementation of an ITSMS) and ITIL.

Who should attend?

Project managers or consultants wanting to prepare and to support an organization in the implementation of an Information Technology Service Management System (ITSMS)

ISO 20000 auditors who wish to fully understand the Information Technology Service Management System implementation process

Persons responsible for the Information Technology Service or conformity in an organization

Members of an Information Technology Service team

Expert advisors in information technology

Technical experts wanting to prepare for an Information Technology Service function or for an ITSMS project management function

Learning objectives

To Understand the implementation of an IT Service Management System in accordance with ISO 20000

To Gain a comprehensive understanding of the concepts, approaches, standards, methods and techniques allowing an effective management of an IT Service Management System

To Know the interrelationships between ISO/IEC 20000-1:2005, ISO/IEC 20000-2:2005 and ITIL

To Understand the relationship between the information technology service management system, including the management processes and compliance with the requirements of different stakeholders of the organization

To Acquire expertise to support an organization in implementing, managing and maintaining an Information Technology Service Management System (ITSMS) as specified in ISO/IEC 20000:2005

To Acquire the necessary expertise to manage a team in implementing the ISO 20000 standard

To Acquire the personal skills and knowledge necessary to advise an organization on the management best practicesof an Information Technology Service Management System (ITSMS)

To Improve the analysis and decision making capabilities in an IT management context

Course Agenda

Day 1: Introduction to Information Technology Service Management System (ITSMS) concepts as required by ISO 20000;Initiating an ITSMS

Introduction to management systems and the process approach

Presentation of the standards ISO 20000 family of standards and comparison with ITIL V2 and V3

Fundamental principles of Information Technology Service

Preliminary analysis and establishmentof the maturity level of an existing Information Technology Service management system based upon ISO 21827

Writing a business case and a project plan for the implementation of an ITSMS

Day 2: Planning an ITSMS based on ISO 20000

Definition of the scope of an ITSMS

Definition of an ITSMS policy and objectives

Documentation of the processes and procedures

Service level management

Budgeting and accounting for IT services

Competence management

Day 3: Implementing an ITSMS based on ISO 20000

Change management

Configuration and release management

Capacity and availability management

Service continuity and security management

Incident and problem management

Operations management of an ITSMS

Day 4: Controlling, monitoring and measuring and improving an ITSMS; certification audit of an ITSMS